Incident rule

This issue has been solved. See solution.
JoeBolster's picture

any one know what the purpose of  "Assigned to a queue is equal to true" means. I want closed incidents to get removed from the queues when closed.

also, do i want "Assigned worker" to Modified by worker" set for properties?

I want the assigned to stay either a queue or a worker. does the condition need to be true or false?

MBHarmon's picture

Correct me if I'm not reading

Solution

Correct me if I'm not reading this right, but here's what I think will need to happen:

If you're wanting to re-assign incidents to the person closing the ticket instead of leaving it assigned to the queue then "Assigned to a Queue is equal to true" is something you'll want in your "When" Section.  You may also want to add a line for Status that says "Status changes and is equal to Closed".

The "Assigned workter to Modiffied by worker" will change that assignment to the person closing the incident.  I think that sounds like something you want to do to get it removed from queues. 

Hopefully that helps a little.

- Matt

JoeBolster's picture

Thanks Matt

I wanted to clarify that...i actually tested it and it makes sense now. thanks again...

Joe.Bolster@venetian.com
The Venetian ~ Palazzo Resort Hotel Casino
Las Vegas, NV